Description

Member Solutions Associate

Department: Lending
Reports to: AVP of Credit Solutions
Classification: Non-exempt, Full-Time, In-Person
Effective: May 2026

Overview:

The Member Solutions Associate is a specialized support role within the Member Solutions team dedicated to improving loan performance, reducing delinquency, and increasing operational efficiency. This position centralizes key administrative, documentation, and member-facing responsibilities that directly impact collections success, collateral protection, and overall portfolio health. By absorbing the administrative and processing workload, the Member Solutions Associate enables the team to focus on high-value loss mitigation activity and member relationship work. The role requires accuracy, follow-through, and the ability to handle sensitive member interactions with professionalism and confidentiality.

Essential Functions and Responsibilities:

Loan Documentation and Processing

• Loan deferment forms: Create loan deferment forms, send via DocuSign, and scan and process upon return.
• Subsequent action requests: Create and send forms via DocuSign and process completed documentation upon return.
• Change of address forms: Create and distribute via DocuSign, obtain member ID for verification, scan and process returned forms. Special focus on correcting delinquent member addresses to prevent future repossession complications.
• Automatic payment setup: Create, send, and process ACH automatic payment forms. Follow up with members to obtain external banking information and ensure reliable payment setup. Reduce future delinquencies through structured repayment automation.

Payment Processing and Member Assistance

• One-time phone payments: Accept payments directly from members over the phone, providing real-time resolution during delinquency calls and eliminating payment loss caused by member handoffs.
• Customized payment instructions: Email payment instructions for workout and total loss loans utilizing the LPX Payment Form. Create and mail physical loan coupons when needed.
• Loan coupons and payment information letters: Prepare and distribute payment materials to ensure members have accurate and clear repayment guidance.

Claims and Protection Services

• Process information subpoenas.
• Handle Lender's Protection claims.
• Manage life and disability claims and payments.
• Provide Collateral Protection Insurance assistance and member education as directed by management.
• Assist with impounded vehicles.
• Prepare repossession paperwork for auctions.
• Resolve title issues.

Membership and Account Maintenance

• Membership updates: Process address changes, phone updates, and email updates for members as needed.
• Membership card updates: Create documentation, send via DocuSign, process upon return, and open associated checking accounts where applicable.

Cross-Sell and Relationship Support

• Identify natural cross-selling opportunities during member interactions, particularly around checking account opening, which supports repayment reliability and deepens the member relationship. This role presents meaningful potential to contribute to deposit growth through member conversations initiated in the collections and loss mitigation context.
• Perform other duties as assigned.

Performance Measurement:

• Achievement of personal, team and business goals as established.
• Accuracy and timeliness of all documentation processing, including DocuSign forms, payment records, and account maintenance updates.
• Adherence and compliance with credit union procedures and policies. This includes but is not limited to the Internal Controls Policy, Bank Secrecy Act, OFAC and other credit union, state and federal procedures, policies and regulations.
• Prompt, friendly, personal and professional service to members and teammates.
• Accuracy of work product, transactions and information.
• Complete assigned training, product knowledge, cross training and other development activities as assigned.
• Teamwork with the Member Solutions team and other departments.
• Maintain high level of confidentiality regarding credit union staff and member information.
• Responsiveness to internal and external correspondence and inquiries. Follow through. Ownership and accountability.
• Maintain a professional work environment and businesslike appearance.

Experience:

Prior experience in a financial services, collections, loan servicing, or administrative support role is preferred. Comfort handling member-facing conversations around sensitive financial topics, including past-due accounts and payment arrangements, is a significant advantage. Experience with DocuSign or similar document management platforms is a plus.

Education:

High school diploma or GED required. Associate degree in business, finance, or a related field preferred.

Skills and Abilities:

Strong organizational skills and attention to detail with the ability to manage a high volume of documentation tasks accurately and on time. Clear verbal and written communication skills with the ability to handle sensitive member interactions with professionalism and empathy. Proficiency in Microsoft Office Suite and the ability to learn credit union-specific platforms. Ability to manage multiple priorities simultaneously and escalate issues appropriately to the Member Solutions Team Lead.

Physical Demands:

Primarily office-based, involving standard physical activity such as sitting, standing, typing, and using the telephone. Periodic lifting of materials up to 20 lbs. Requires focus and attention to detail for close vision and data entry.

Work Environment

Employees are required to contribute to a positive work environment and demonstrate the credit union brand of "The Relationship of a Lifetime" by demonstrating GHS Service Standards of customer focus with positivity, personal ownership and accountability, clear and positive communication and responsiveness. Collaboration, consistency, and respect, trust and demonstration of integrity are some of the professional behaviors regularly required.

This job description is intended to be a guide and may not be all encompassing or may amend/modify as business needs change.

GHS is an equal opportunity employer. At GHS, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. GHS believes that diversity and inclusion among our teammates is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.